Job Description

The Company

Markem-Imaje is a wholly owned subsidiary of the US-based Dover Corporation and is a trusted world manufacturer of product identification and traceability solutions, offering a full line of reliable and innovative inkjet, thermal transfer, laser, and print and apply label systems. Markem-Imaje provides global reach to over 50,000 customers with 30 subsidiaries, 6 technology centers, several equipment repair centers and manufacturing plants with the most comprehensive marking and coding portfolio available in the marketplace.

The Technical Phone Support Representative will have sufficient product knowledge and experience to resolve general inquires and the majority of technical support issues received from customers, field support and internal & external partners for US and Canada. This includes new installation, pre & postproduction support. The Technical Phone Support Representative will work on issues and provide a resolution to the customer in a timely manner according to SOPs.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

* Receives and responds to telephone and email inquiries from customers in need of technical support for all Markem-Imaje printer models.
* Develops and expands knowledge of specific customer applications for all company products to better respond to customer issues, problems, concerns and requests.
* Develops a detailed understanding of the technical specifications and environmental requirements at customer sites necessary for the optimal installation, operation and maintenance of the companys products.
* Documents all relevant details of the reported problem, diagnostic steps, and resolution to ensure accurate and detailed service history is maintained within SAP system.
* Create and update Service Notifications in SAP, detail actions taken, problem identification, and resolutions; including follow-ups and scheduled call backs to customer, where necessary.
* Identify sales opportunities for customers that contact the Help Desk, Escalate through the appropriate channels.
* Responsible for achieving and maintaining a level of customer satisfaction consistent with Markem-Imaje quality guidelines and objectives.
* Develop and maintain technical and operational competency on Markem-Imaje equipment through study, training, hands on use, and field exposure.
* Identify and escalate priority issues appropriately.
* Perform all required tasks in a timely, professional manner and within service level objectives.
* Interact effectively and coordinate appropriate resources to resolve issues, satisfy and retain customers.
* Continuously strive to increase product and business knowledge.
* Participate in a department on-call rotation for US and Canada hours of coverage.
* Travel for classroom-based training purposes as needed.
* Perform other duties as assigned or requested by management.

EDUCATION / EXPERIENCE:

* Associates degree from a technical college recommended.
* At least two years of experience in industrial technology required and customer management experience.
* Excellent technical skills (mechanical, electrical, computer, electronic, etc.)
* Computer Skills: Windows, Word, SAP a plus.
* Knowledge of coding equipment is a plus.
* ISO9001 experience is a plus.
* Excellent written and spoken English is a must, additional languages are a plus.
* Exhibit above average reasoning ability by clearly defining problems, analyzing data, establishing facts, drawing valid conclusions and appropriate resolutions.
* Demonstrate proper phone etiquette.
* Excellent oral and written communication skills.
* Effective listening skills.
* Possesses strong customer relation skills.
* Ability to prioritize appropriately and multi-task effectively.
* Strong team player.
* Demonstrates flexibility.
* Ability to work effectively under pressure in a fast-paced, changing environment.

The Site

Keene, New Hampshire is a small college-town where youll find a charming downtown Main Street teeming with shops, restaurants and a retro movie theater. Employees also enjoy a great range of outdoor activities close by such as skiing and hiking.

All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.